Customer Success Manager - Japan

Customer Success Manager – Japan 

At Phrase, we help open the door to global business by providing the worldʼs most comprehensive localization platform.

Weʼre transforming language technology with our AI platform to give people the content they need, in the language they speak. Whether it's for digital products like an app or website, marketing comms, legal literature, internal comms or customer service messaging, Phrase ensures that content always hits its mark by being on brand, consistent, and culturally resonant.

With a global team working from our offices in Hamburg and Prague—or from home across Europe, the UK, the US, and the APAC region—we help organizations like Uber, Shopify, Puma, Snowflake, Volkswagen and thousands of others engage their customers at scale to accelerate growth.

Overview of the role

We are seeking a talented and experienced Customer Success Manager to join our team in Japan, ideally based in Tokyo. In this pivotal role, you will manage and grow relationships with our Japanese-speaking enterprise customers, helping them realize the full value of Phrase’s AI-powered localization platform.

You’ll guide customers through onboarding and adoption, ensuring their long-term success and satisfaction, while identifying strategic opportunities to grow accounts. With a customer base ranging from self-serve users to high-touch enterprise partners, you’ll flex your relationship-building skills, commercial acumen, and SaaS expertise every day.

You'll work cross-functionally with our global Sales, Product, and Support teams and play an integral part in shaping the experience of some of Phrase’s most important customers. This is a career-defining opportunity for a CSM who thrives on impact and wants to help world-class brands scale globally through localization.

What you’ll be responsible for:

• Manage a portfolio of enterprise customers in Japan, serving as their strategic advisor and trusted partner
• Deliver personalized, high-touch onboarding experiences and ongoing account engagement
• Proactively drive platform adoption, customer satisfaction, and long-term retention
• Identify expansion and upsell opportunities and collaborate with Sales to execute growth strategies
• Translate customer goals into actionable success plans with measurable outcomes
• Navigate complex organizations and build relationships with multiple stakeholders
• Gather and share customer insights to influence product development and success programs
• Track customer health and maintain CRM hygiene and success metrics

What you need:

• Native-level Japanese and professional fluency in English (written and spoken)
• Proven experience managing enterprise customers in a SaaS environment
• Track record of growing and retaining accounts, with strong commercial awareness
• Familiarity with localization technology or experience working with localization teams is preferred
• Demonstrated ability to manage both high-touch strategic accounts and scaled engagements
• Exceptional communication, problem-solving, and organizational skills
• Self-starter comfortable in a fast-paced, remote-first, global work environment
• Understanding of ChatGPT and enthusiasm for AI-powered productivity tools

Our current tech stack in this role:

• Planhat
• Fellow
• Zendesk
• Slack
• GSuite
• Clari

What you’ll get:

• Work experience in a successful and growing global SaaS company
• Be part of an international team of 300+ in Europe, APAC, and the Americas
• Expert colleagues in their field who are determined to build the best localization platform on the market, creating a world where language never limits opportunity
• An agile work environment, where it is encouraged to take smart risks
• Take part in a culture full of trust, support and loyalty, where respectful and open feedback is valued, and diversity is fully embraced
• A positive, open-minded, and innovative atmosphere
• Support in your professional development and personal career goals

What’s on top:

• 4 Company holidays additional to your regular holidays (1 day per quarter where the entire company is off to celebrate our achievements)
• In addition, the company also provides employees with a Christmas break to allow you to spend time with family and friends without use of your vacation allocation
• Your birthday is off because it is important to celebrate you as well
• 2 Giveback days where you can support the local community, volunteer, and/or participate in charity events and activities
• Professional and extensive onboarding
• Learning & development through Phrase learning and a dedicated ChatGPT Plus user license
• Additional local benefits depending on the entity you're hired at, just ask your Talent Acquisition Partner

At Phrase we believe in the critical importance of diversity in all its forms and intersectionalities,
and are committed to ensuring that the people we interview reflect this diversity. We therefore
strongly encourage people of any identity to apply for our exciting career opportunities. We have
taken an active decision to make our work environment inclusive every day, starting at the very
beginning of your Phrase experience.

We value and welcome different perspectives, experiences and backgrounds as we believe that
these differences make our team even stronger on our mission of opening the door to global
business by giving everybody access to the content they need in the language they speak.